Customer Communications Manager - Transportation Company

25 October 2018
22 November 2018
Andres Martinez
Job Function
Contract Type
Full Time
Our client is looking for someone to manage and implement communications and brand activities. This person will implement communications and brand plans that support delivery of the company's earnings requirements, growth targets and customer satisfaction targets.

Client Details

Well-known Railways Company


Based in London, the Customer Communications Manager will be responsible for:

Customer Communications

* To lead, manage and implement customer communications campaigns for the following types of communications:

* Improvement works affecting our line or stations

* Improvement works on other lines affecting customer flows on our line and through our stations

* Events affecting our line or stations leading to increased passenger flows

* Corporate communications eg timetable changes, fares changes, safety, route crime and revenue protection campaigns.

Corporate Literature Production & Management

* To lead, manage and implement the production of timetable booklets, printing the optimum number to time and on budget and produce communication plans for its introduction ensuring effective use of all appropriate channels

* To produce and distribute corporate collateral as required on a regular basis, including fares leaflets, the passenger charter, penalty fares leaflets, lost property information.

* Manage the relationship with the distribution warehouse and ensure stock is efficiently delivered to stations and offices. Manage the budget for this work.


* To deliver brand compliance guidance to internal teams and contractors for external use producing appropriate style guides and templates. Support delivery of communications that are on brand, consistent and put customers and their needs first.

* To monitor, assess and update the company's brand presence at stations. This should include brand signage, poster frames and other opportunities to bring the brand to life and create consistency in our communications to those visiting the station.

* Lead on the schedules for poster displays at stations taking advice from team members and station teams on their priorities and the appropriate mix. Ensure the appropriate posters are delivered for display.

* To lead and manage the cost effective ordering of brand led merchandise for the organisation, ensuring appropriateness of chosen items taking advice from team members and retail.


Based in London, the Customer Communications Manager ideally should have/be:

* Experience in delivering customer communications campaigns.

* High standards of written and spoken communications.

* Experience and credibility to work effectively with senior managers.

* Strong influencing skills.

Job Offer

Competitive senior executive/junior manager level salary and the chance to join a team with interesting challenges ahead.

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